[Hiring] Engagement Manager @MCA Connect

Role Description

The Engagement Manager is responsible for driving customer satisfaction and growing revenue for their assigned accounts. They will be responsible for expanding existing services opportunities and the development of new cross-sell engagements. In addition to expanded opportunities, it will be the Engagement Manager's responsibility to maintain and expand relationships within the account among the senior leadership team. The Engagement Manager will also serve as the central coordinator and liaison for interactions between MCA Connect and the Customer after an implementation project has been awarded. In addition, the Engagement Manager will serve as an escalation point for the customer beyond Delivery Director.

Responsibilities

• Account Management
  • Work with the customer and the MCA Connect implementation team pre-engagement to establish project satisfaction criteria and also quantify project ROI metrics.
  • Measure success achievement with the customer post implementation.
  • Write case studies and seek customer testimonials after go-live.
  • Perform regular business reviews with customers to assess project ROI and advise on ways to continue improving business operations efficiency and effectiveness through MCA Connect’s service and product lines.
  • Regular participation on project status calls with customers to address open issues, work requests, etc.
  • Execute Customer Satisfaction Surveys.
  • Meet monthly with the MCA Connect Executive Sponsor to provide account updates and to plan/strategize on next actions.
  • Participate in periodic calls with the Managed Services team to assess status of issues/cases associated with assigned accounts.
• Prospecting & Opportunity Management
  • Identify opportunities for additional products and services with assigned accounts and work with field sales (where applicable) and pre-sales team to prepare, deliver, and close scopes of work.
  • Coordinate with Service Line Managers and Subject Matter Experts to collectively engage with designated customers.
  • Participate or lead (when Engagement Manager is primary seller) in transitioning sold projects to the MCA Connect Project Team.
  • Work with the MCA Connect Marketing team to establish aligned value add communications via newsletters, blogs, and events.
  • Work with the MCA Connect Sales Leadership Team to review opportunities, set opportunity strategy, and update resource forecast.
  • Input, maintain accuracy of leads and opportunities in CRM.
• Channel Management
  • Meet with Microsoft Dynamics 365 SSPs, AE, TSs, Sales Managers, etc. whenever possible, to enhance our relationships with Microsoft and generate new business opportunities.
• Project/Engagement Management
  • Participate in status review meetings for active projects with Project Manager and customer.
  • Review Change Orders Requests and participate in strategic decisions with the delivery team related to Change Order requests.
  • Bi-Weekly review of customer EVAs and Account Receivable.
  • Participation on delivery leadership calls to review account updates.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of 5 years of experience with client facing service delivery roles.
• Minimum 2 years of experience in business development.
• Strong track record of delivering value in a customer environment while generating profit.
• Strong presentation, communication and negotiation skills.
• Experience in the IT industry and IT consulting, specifically in software implementation and Project Management with Microsoft Dynamics 365 Finance and Operations (ERP) required.
• Proven client engagement capability.
• Ability to translate strategic direction into tactical deliverables.
• Strong communication and interpersonal skills.
• Ability to travel up to 50%.

Desired Qualifications

• Experience with Microsoft Dynamics Technologies.
• Understanding of manufacturing industry and related manufacturing processes.
• Experience in professional services/consulting organization.

Benefits

• $120,000 - $165,000 a year plus commission.
• Work/Life Balance with Unlimited Paid Time Off (UPTO).
• 401k Plan with Company Matching Contribution.
• Monthly Stipend for Home Office Expenses.
• Subsidized Medical, Dental and Vision Coverage.
• Health Savings and Flexible Spending Accounts.
• Company Paid Life and Disability Insurance.
• Training, Certification and Continuing Education Support.